Luminere Experience Manager - Full Time

The Luminere Experience Manager oversees all operational aspects of the Luminere evening experience, ensuring high standards for experience delivery, quality assurance of all projections, safety, and guest and employee satisfaction. This leadership position is highly visible during event hours and acts as the main on-site contact responsible for real-time decision making and operational effectiveness. Guest recovery will continue to be lead by individual departments as concerns arise. The Manager coordinates with multiple teams to ensure seamless communication, prompt issue resolution, and consistent quality across all guest touch points.

Responsibilities include monitoring safety protocols, conducting regular quality assurance inspections, and collaborating with other departments to anticipate and resolve guest needs efficiently and professionally.

In addition, this position oversees the Special Events team and supports the day-to-day execution of other on-site, special event–related needs, including exhibitions and seasonal installations and strikes. This role ensures cross-team coordination, operational consistency, and effective execution across multiple concurrent projects.

Compensation & Schedule:
The starting pay range for this position begins at $63,750 and is based on the level of qualifications and relevant experience above the minimum requirements.

This is a full-time position, averaging 35+ hours per week. Weekend and evening availability are required for this role.

Benefits Include:
• Comprehensive benefits package, including medical, dental, and vision insurance

• Access to Biltmore's on-site health clinic, wellness programs, and health fairs for all employees
• Year-round access to the estate gardens and grounds
• 40% off estate retail and dining
• Free Biltmore admission tickets based on hours worked
• Southern Highlands Attractions Card
• And much more!

Essential Job Duties

1. Oversee that all projection and audio equipment is functioning properly and ensuring the show is started in a timely manner for the nightly experience.
2. Maintain a strong on-site presence throughout busy and high-visibility event areas.  Must be onsite each evening of the Luminere experience, schedules will vary outside of these months.
3. Supervise on-site Luminere team members beginning with event set up all the way through event close.
4. Assist other departments with making operational adjustments in real time as needed.
5. Communicate with Security and Safety teams to monitor weather and handle emergency responses, including decisions for event delays, cancellations, or evacuations.
6. Ensure staff and guests follow safety procedures and maintain communication until situations are resolved.
7. Complete nightly reports on staffing, operational and technical updates, and guest feedback.
8. Lead daily pre-event, cross-department coordination meetings to ensure all operational teams are informed, aligned, and prepared for Luminere daily operations.
9. Engage proactively to troubleshoot operational issues and identify areas for guest experience improvement.
10. Responsible for managing dedicated Luminere staff, technical roles, and the Special Events team - partnering closely with the Special Event Supervisor to support all estate-wide special events and exhibitions.
11. Must meet all project timelines for installation, strike, and operational expectations. 
12. Responsible for operating within budget parameters.
13. Ensure all Luminere/Special Events staff are trained and certified per Event Operations standards, and safety procedures are followed at all times.

Additional Responsibilities

1. Conduct regular walk-throughs to monitor operations, cleanliness, equipment, and staff/guest interactions.
2. Empower staff to prioritize guest needs while adhering to safety standards.
3. Facilitate strong cross-departmental communication and collaboration.
4. Stay responsive to communication channels, including radio and phone, throughout the shift.
5. Recommend innovative solutions to enhance guest experience and operational efficiencies.
6.  Responsible for hiring, scheduling, payroll/labor tracking, coaching and documentation of all Special Event and Luminere dedicated staff.
7. Perform any additional tasks as assigned by management.

Qualifications

1. High school diploma or GED required; associates degree or higher preferred.
2. Demonstrated leadership experience in hospitality, event management, or operations. 2-5 years of leadership experience is preferred. 
3. Excellent communication and interpersonal skills with the ability to lead and support diverse teams.
4. Strong decision-making ability under pressure, especially in fast-paced or unpredictable environments.
5. Familiarity with safety, emergency, and weather-response protocols is preferred.
6. Availability to work evenings, weekends, and holidays during Luminere events.
7. Strong commitment to outstanding guest service and motivating staff to achieve high standards.
8. Attention to detail with a focus on excellence and positive guest experiences.
9. Professional handling of guest service situations consistent with company values.
10. Initiative, creative problem-solving abilities, and sound judgment in dynamic environments.
11. Must complete all Event Operations Training and acquire CPR certification withing 30 days.
12. Strong planning, organizational, and time management skills are a must.
13. Proactive, takes initiative, and exercises good judgement; creatively problem solves and handles a variety of situations in a professional manner.
14. Proficiency in Word, Excel, Google Docs, and Outlook.
15. Demonstrated commitment to providing world class internal/external guest service; proven leadership skills and the ability to build/motivate teams.
 

Physical Requirments

1. The incumbent will work partly in an office environment and partly in the operation with groups.
2. The incumbent will be required to lift up to 30 pounds occasionally.
3. Work varied shifts including nights, weekends and holidays are required.
4. Ability to stand/walk for extended periods of time as needed.